Smart Lock doesn't unlock my device as expected
Try any of the following;
• If your device doesn't unlock when you scan your face, try to improve the image Smart Lock uses to recognize your
face. Tap
>
Security
>
Smart Lock
>
Trusted face
>
Improve face matching
.
• Adjust the distance between your BlackBerry device and a trusted Bluetooth enabled device. The distance of a
Bluetooth connection can vary depending on your BlackBerry device model and the Bluetooth enabled device.
• If your device remains unlocked when it is close to a trusted location instead of when you are at the trusted location, try
improving the accuracy of the trusted location. Delete the trusted location. Tap
>
Location
>
Mode
. Tap
High
accuracy
or
Battery saving
, and then add the trusted location again. Your device might detect a trusted location
outside of the physical walls of a building, such as your house. Smart Lock might keep your device unlocked when it is
within an 80-meter radius of a trusted location.
• You might need to unlock your device using your screen lock the first time you connect to a trusted device or arrive at a
trusted location.
Finding and protecting a lost device
What to do if your device is lost or stolen
If you have a remote device management app, such as Android
™
Device Manager, set up on your device, visit the remote
device management website and sign in. Depending on the remote device management app installed on your device, you
might be able to:
• Lock your device
• Make your device ring
• Add a phone number or message to the home screen of your device
• View the approximate location of your device on a map
• Delete all of the data on your device
If your device is not connected to the wireless network or if data services are turned off, you should still try to lock your
device and delete your device data. The next time your device connects to a wireless network, or data services are turned
on, your device is designed to lock and delete all the data.
If you don't have a remote device management app set up on your device, contact your service provider or your
administrator and report that your device is lost or stolen. Your service provider can lock your device remotely and delete
your data. If you use your device for work, your administrator might also be able to lock your device and delete your data.
If you suspect your device was stolen and you locate your device using a remote device management website, contact the
local law enforcement agency to retrieve your device. Don't try to retrieve your device on your own.
User Guide
Security
84
